TECHNICAL QUALIFICATIONS:

Confidential 6.5 and 7.1 Confidential, Confidential, Phoenix, HPOpenview, Remedy 6.4 and 7.6, ProjecTrak, Assyst, Microsoft Office Suite, Microsoft - Windows 2000, Microsoft-Windows NT, Windows XP, Windows 7, Track-It, MS Word, MS Excel, MS Access, MS PowerPoint, Outlook

PROFESSIONAL EXPERIENCE:

Confidential

Functional Support Analyst

Responsibilities:

• Provided Tier 2 functional support for Confidential ’s Confidential procurement system.
• Worked with internal and external users domestic and abroad via e - mail, phone messages, and walk-in.
• Monitored Remedy ticket tracking system daily.
• Evaluated, route, and assign tickets to appropriate personnel on the support team.
• Conducted data manipulation to correct issues causing error messages when validating in Confidential .
• Provided support to Requisitioners, Contracting Officers, COTR’s, Funds Certifiers, Buyers and Approvers.
• Basic understanding of the Federal Acquisition Regulations (FAR) and Government acquisitions procedures.
• Provided Confidential training in medium to large user groups.
• Participated in the year-end document closeout activities.

Confidential

Requisitioner

Responsibilities:

• Analyzed requirements submitted by program offices to identify any errors and omissions.
• Ensured correct funding lines were used or match the correct User Product Code to its line item description.
• Assisted with offering instructions on how to remedy issues identified.
• Determined when requirements submitted by program offices are ready for entry into SAP (Systems Applications and Products).
• Communicated with program offices upon receipt of invoices to confirm that goods or services were provided.
• Served as the primary point of contact for SAP coordination amongst program offices and the headquarters’ contracting office.

Help Desk Analyst

Confidential

Responsibilities:

• Worked with a variety of customers to provide information and answers to queries about Confidential .
• Performed troubleshooting practices and routing support as necessary.
• Assisted with offering instructions and navigation in the Financial and Business Management System ( Confidential ).
• Analyzed complex problems and searched for causes.
• Notified personnel of technical difficulties as they arose in Confidential .
• Coordinated Confidential systems information amongst high-level management and subordinate employees in the field of finance, acquisitions, and financial assistance to help maintain seamless workflows.
• Drafted, edited, and distributed responses to identified issues within Confidential as applicable.
• Assisted users with understanding the Federal Acquisition Regulations (FAR) and Government acquisitions procedures.
• Served as primary respondent for Remedy ticketing system.
• Participated in the year-end document closeout activities.

Confidential

Consulting Analyst

Responsibilities:

• Provided Confidential support to internal and external users via e-mail, phone messages, and walk-in.
• Monitored Group Link ticket tracking system daily.
• Evaluated, routed and assigned tickets to appropriate personnel on the support team.
• Conducted data manipulation to correct issues causing error messages when validating in Confidential .
• Supported users with password resets, reactivation of user IDs, changing ownership of contracts and requisitions and changing route roles of reviewers and approvers.
• Assisted users with creating contracts, requisitions, amendments and modifications.
• Participated in the year-end document closeout activities.

Systems Analyst

Confidential

Responsibilities:

• Served as Team Lead for the Confidential Help Desk, which consisted of three members.
• Monitored Remedy and ProjecTrak daily.
• Assisted users with understanding the Federal Acquisition Regulations (FAR) and Government acquisitions procedures.
• Acted as the liaison between MIL Corporation and the client.
• Provided hands-on end- user support for Confidential users.
• Supported, Requisitioners, Contracting Officers, COTR’s, Funds Certifiers, Buyers and Approvers.
• Conducted data manipulation to correct issues causing error messages in validations.
• Provided one-on-one training to peers and trained in small user groups.
• Served as primary point of contact for all help desk calls on the Confidential Hotline.
• Participated in the year-end document closeout activities.

IT Helpdesk Coordinator

Confidential

Responsibilities:

• First line point of contact for Confidential & Resorts Systems users requesting assistance with application issues.
• Interfaced with development teams and production support teams to resolve application issues and provide customers with real-time updates.
• Served as the liaison between customers and other support organizations in identifying business impacts for reported problems and troubleshooting short-term solutions.
• Responsible for ordering all computer equipment and software for the Confidential & Resorts Corporate Office and for 375 properties worldwide.

NOC Engineer

Confidential

Responsibilities:

• Senior Provisioner and single point of contact between Confidential Internetworking Account Management, the Sales regions, and the customer.
• Troubleshooting Frame Relay, T1, T3, and various OC level circuits, as problems arose during activation.
• Communicated with both LECs and CLECs in order to effectively and efficiently resolve issues.
• Utilized hands on work experience with LAN/WAN internetworking, E-mail integration, routing using TCP/IP protocol (e.g., BGP, OSPF, IGRP, Ethernet).
• Developed proficiency with Cisco routers and various CSU/DSU devices.
• Ensured that interested parties were kept informed of status of the order at each phase.
• End-to-end coordination of all provisioning activities on customer orders, through order-completion.
• Tracked all activities performed by various groups to ensure timely completion.
• Provided technical support in provisioning and activation of all products in the Internet Advantage product line.
• Made strategic suggestions and implementing alternate strategies to meet customer’s needs.
• Ensured order changes fell within the guidelines set forth by Network Engineering.

Confidential

ISP Provider

Responsibilities:

• Provided surveillance for voice and data circuits monitored T1/T3 connectivity.
• Investigated the network management alarm and directed tickets to the appropriate resolution team to get them resolved in the timeliest manner.
• Verified the categorization and severity of tickets and took corrective action to clear network faults, utilizing the HPOpenview monitoring platform.
• Monitored SUN UNIX servers, Ascend Maxes, Cisco routers/switches, multiplexers and digital switches using TCP/IP protocol and analyzing network equipment alarms.
• Updated trouble tickets using the Remedy Action Request system.
• First line point of contact for Confidential Systems users requesting assistance with network printers, RACF Security Administration / password resets, and VTAM terminal resets.
• Daily familiarization with scheduled outages, and national and regional network-impacting events.
• Responded to questions concerning system connectivity and availability.
• Performed basic problem identification/resolution on a number of Confidential system/products
• Communicated system outages/alerts.
• Assisted users in navigating within Confidential ’s Legacy Order Entry, Provisioning and Billing systems.
• Opened InfoMan and CSM Trouble Tickets to facilitate resolution of more complex problems.

Technical Service Specialist

Confidential

Responsibilities:

• Technical Service Support Help Desk / Call Center Team Leader.
• Second Level Support Specialist and Team Lead for Confidential ’s Network provisioning applications.
• Primary responsibilities included providing second level support for problematic issues pertaining to Confidential ’s Legacy applications for Order Management, Provisioning and Billing.
• Interfaced with the development team to resolve application issues.
• Performed real-time data fixes, as needed.
• Answered high volume of calls from internal and external customers.
• Provided technical service support to internal and external customers for complex service ordering problems.
• Served as the liaison between customers and other support organizations in identifying business impacts for reported problems and impacts to Customer Service Centers and Confidential business units.
• Provided technical translation of causes and problem resolutions.
• Facilitated problem resolution by reviewing open problem tickets, gathering additional information as necessary, and proactively providing status updates to customers, while driving the ticket to resolution.
• Provided technical advice to Technical Service Specialists; representing Help Desk on periodic conference bridge meetings during unscheduled outages, and/or as required.